Refund Policy

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Capella Global Private Limited is dedicated to delivering premium products and ensuring complete customer satisfaction. While every effort is made to maintain high standards in production, packaging, and shipping, we understand that situations may arise where a refund is necessary. This policy provides clarity on eligibility, process, and responsibilities to ensure transparency for our customers.

Eligibility for Refund-e store

Refunds are only applicable for products that suffer mechanical damage or delivery-related damage. Customers are expected to inspect their products immediately upon delivery. This ensures that any issues are identified promptly and allows us to provide timely assistance. Products that show no visible damage at delivery, or damage caused after receipt due to misuse or neglect, are not eligible for a refund.

Reporting Timeframe

To be eligible for a refund, customers must report any damage to our support team within 1 hour of delivery. This strict timeframe ensures that claims are valid and that we can quickly investigate and verify the issue. Claims made after this period will not be considered for a refund to maintain fairness and prevent misuse of the policy.

Proof of Damage

Customers must provide evidence, such as photographs or videos, of the damaged product. Proper documentation is essential to validate the claim and to process the refund efficiently. This step protects both the customer and the company by ensuring that the claim is genuine and accurate.

Full Refund Policy

If a valid claim is submitted within the eligible timeframe, a 100% refund will be issued. Refunds will be processed to the original payment method used during purchase. This ensures that customers receive their payment quickly and securely without additional inconvenience.

Non-Refundable Cases

Refunds will not be provided for claims reported after the 1-hour window, damage resulting from incorrect installation, mishandling, or negligence, or normal cosmetic wear and tear that does not affect functionality. Clearly stating these exclusions helps customers understand the limits of the refund policy.

Warranty Coverage

Issues that arise after the refund period will fall under the product warranty. Repairs or replacements for eligible issues will be carried out according to the warranty terms and conditions. This distinction ensures that refunds and warranty claims are managed separately and fairly.

Exclusions from Refund

Refunds will not be issued for claims resulting from:

Improper installation or tampering
Misuse, accidents, or negligence
Natural wear and tear or minor cosmetic issues

These exclusions maintain fairness and clarify which circumstances are not covered by refunds.

Packaging Responsibility

While our products are packaged securely, customers are responsible for inspecting the product immediately upon opening. Any visible damage must be reported promptly. This ensures accountability for delivery mishaps and prevents disputes regarding damage after receipt.

Return Process

Customers should contact our support team within the eligible timeframe to initiate the refund process. Prompt communication ensures quicker processing, reduces delays, and allows the support team to guide the customer through the process efficiently.

Proof of Purchase

Customers must provide a valid invoice or receipt when requesting a refund. This confirms the authenticity of the purchase and ensures that only legitimate buyers can request refunds. Keeping documentation helps maintain a smooth and secure refund process.

Verification of Claim

After submitting proof of damage, our team will review the claim carefully. Verification may involve inspecting photographs, videos, or any other documentation provided by the customer. This step is essential to confirm the validity of the claim and prevent errors or fraudulent requests.

Refund Timeline

Once a claim is verified, the refund will be processed within 7–10 business days to the original payment method. Customers will receive confirmation once the refund is initiated. A defined timeline provides transparency and sets clear expectations for the customer.

Customer Support and Return Address

For any queries, assistance, or claims, customers can reach out to our dedicated support team. Contact options include:

Email: support@loxtel.com
Website: www.loxtel.com
Phone: +91-8075932161

Return Address:
Capella Global Private Limited
No-9/22, Pranavam Building, Mamba (PO), Kannur, Kerala, India – 670611

Our team is available to guide and assist customers throughout the refund process, ensuring smooth resolution and addressing any concerns promptly.

Documentation Retention

Customers should retain product packaging and related documentation until the refund or warranty process is fully completed. Retaining records helps resolve any disputes and ensures smooth processing of claims.

Policy Updates and Commitment

This Refund Policy is reviewed periodically and may be updated. Customers are encouraged to refer to the latest version available on www.loxtel.com. Capella Global Private Limited is committed to resolving all issues fairly and promptly, reflecting our dedication to customer satisfaction and trustworthiness.

Jurisdiction

Any disputes arising from or in connection with this Refund Policy shall be governed by and construed in accordance with the laws of India, and the courts located in Kannur, Kerala shall have exclusive jurisdiction. This ensures legal clarity and defines the governing authority in case of conflicts.

Matrimonial Services Refund Policy

We are committed to providing trusted and transparent matrimonial services to our clients. If the committed services are not completed as agreed, we will refund the registration, service, or processing charges within 45 days from the date of payment.

Service Process

Once a client registers and pays the applicable fee, our representatives begin providing unlimited matching profiles according to the client’s preferences. Our dedicated team offers continuous support and coordination throughout the process — up to the ring exchange stage.

Refund Eligibility

Refunds are applicable only if:

The company fails to deliver the committed services within the agreed timeline.
The client has not received any suitable or relevant matches as per the agreed profile criteria.

Refunds are not applicable in cases where:

The client provides incorrect or incomplete information.
The client is unresponsive or discontinues communication.
The client independently finalizes a match outside the platform.

Important Legal Note

Demanding, giving, or accepting dowry is a punishable offence under Indian law. We strictly condemn and prohibit any such practices within our matrimonial services. Any individual or client found engaging in dowry-related conduct will be immediately removed from our platform, and no refund will be processed in such cases.

Hotel Booking Refund Policy

We aim to provide a transparent and reliable booking experience for all our clients and partner properties. If the committed hotel booking services are not completed as per the terms, we will refund the applicable service or processing charges within 45 days from the date of payment.

Booking Confirmation

All hotel bookings are subject to availability and confirmation from the respective property.
Once a booking is confirmed, the client will receive the booking details through email, WhatsApp, or SMS.
In case of unavailability or cancellation from the hotel’s end, the full amount paid (if any) will be refunded.

Refund & Cancellation Terms

Refunds are applicable only if:

The booking was not confirmed by us or the property.
The property fails to provide accommodation as per the confirmed booking.

Refunds are not applicable if:

The client cancels the booking after confirmation.
The client fails to check-in on the booked date (no-show).
The booking was made under a non-refundable category or promotional offer.

Processing Time

All eligible refunds will be processed within 45 working days through the original mode of payment after verification of the claim.

Additional Note

Loxtel acts as an intermediary platform connecting customers with hotels and resorts. The final responsibility for accommodation and amenities lies with the respective property. Clients are advised to review the property details and rules before confirming any booking.

Property Management Refund Policy

We are dedicated to maintaining transparency and trust in all property management services offered through our platform. If the committed property management services are not completed as per the agreement, we will refund the applicable registration, service, or processing charges within 45 days from the date of payment.

Service Coverage

Our property management services include property listing, marketing, tenant coordination, maintenance supervision, and revenue management. Once the service agreement is confirmed and payment is made, our team initiates the process as per the agreed terms.

Refund Eligibility

Refunds are applicable only if:

The company fails to deliver the committed property management services within the agreed period.
The property is not listed or promoted as per the terms of the agreement.

Refunds are not applicable if:

The property owner withdraws or discontinues the service after registration.
Incorrect or incomplete property information is provided by the owner.
The client violates any terms or policies mentioned in the agreement.

Processing Time

All eligible refunds will be processed within 45 working days through the original mode of payment after internal verification and approval.

Additional Note

Loxtel serves as a digital service platform connecting property owners and tenants under transparent and mutually beneficial terms. We are not liable for disputes or damages arising from third-party actions, misuse, or misrepresentation.

Job and Education Consulting Refund Policy

We are committed to providing genuine and result-oriented services in job placement and educational consulting. However, if the committed services are not completed within the agreed time frame, the registration, service, and processing charges will be refunded within 45 days from the date of payment.

Job Consulting Services

Our consulting team assists clients in finding suitable job opportunities based on their qualifications and experience. Once registration and payment are completed, we start the process of job matching, documentation, and interview coordination.
If a candidate fails to get a placement due to reasons beyond our control (such as candidate withdrawal, misrepresentation of documents, or disqualification), the refund will not be applicable.

Education Consulting Services

For students seeking admission or guidance through our education consulting division, we provide end-to-end support including application assistance, documentation, and institutional coordination.
If admission or service cannot be processed due to our company’s lapse, the applicable charges will be refunded. However, if the delay or cancellation is caused by the student, institution policies, or external authorities, the refund will not apply.